Chart - eCommerce vs. Bricks & Mortar Customer Satisfaction

Customer satisfaction with eCommerce sites improved in 2012, outpacing satisfaction ratings with traditional retail stores for the 11th consecutive year, according to the American Customer Satisfaction Index. The index for eCommerce sites (encompassing internet brokerage, retail, and travel) rose a point from 2011 to a score of 81.1 on ACSI’s 100-point scale, with 80 considered the threshold for excellence. The index for retail trade (consisting of department and discount stores, gas stations, health and personal care stores, specialty retail stores, and supermarkets) inched up a half-point to 76.6, its highest level on record. Read the rest at MarketingCharts.